Forgetful CSR agents or, problem with the system?

I have been on the phone with Cideotron well over 8 times since last week.

Changes were made to my plans & I took notes so that I would remember what the changes were. I called back to ask another question and the next person that I talked to said that the changes were not made. This has happened now with three different changes.

Are employees forgetting to make the changes or, are the changes not registering in the system?